7 Advantages of Encore for Government Agency Contact Centers
Agencies in all branches and at all levels of government are moving to digital-based platforms and services. Contact centers are being recognized as an ideal hub for public interactions. No longer viewed as a channel for public complaints, contact centers have been identified as a resource to gather valuable, decision-making data via phone, web and […]
Black Friday, Cyber Monday and the Customer Experience
Black Friday is in the past. Cyber Monday is over. Both set new records in sales. Contact centers have shifted into high gear. With online sales exceeding $6.2 billion on Black Friday and $7.9 billion on Cyber Monday, the number of interactions is skyrocketing for every contact center associated with this demand. The majority of […]
5 Ways to Increase Employee Engagement in Contact Centers
Happy, satisfied employees deliver happy, satisfied customers. It’s a simple formula. The challenge lies in making it happen. Workforce Engagement and Management software, engineered specifically for contact centers, is all about creating high levels of employee satisfaction, which leads directly to customer satisfaction. Employee engagement levels are reflected in the employee’s views of the team […]
The ROI of Workforce Management in Contact Centers
The market for Workforce Management (WFM) solutions is going through a period of rapid growth and transformation. Workforce Management applications can augment performance and quickly show a substantial return on investment (ROI) to any organization willing to adopt its advantages. As with most communications technology, much of the demand is for a “cloud-first” delivery model. […]
Making Better Business Decisions with Speech Analytics
6 Customer Experience Challenges Every Organization Faces
The first thing any organization should look for in software to improve the customer experience (CX) in their contact center is flexibility and interoperability. Workforce optimization (WFO) and workforce engagement management (WEM) software is designed to enhance the CX and boost operational performance. A WFO/WEM solution should seamlessly integrate into your existing UC platform and […]
The Benefits of Speech Analytics in Contact Centers
What would be the value of being able to analyze all recorded voice data in your contact center for trends, root causes, quality assurance, and specific insights into your customer’s experience? That is the promise, and reality, of properly implemented Speech Analytics deployed in a contact center. Speech Analytics solutions, engineered specifically for contact centers, […]
Speech Analytics, Compliance and ROI
How much would you pay to be able to measure metrics across every call made to and from your contact center? Human transcription costs about $1.00 – $1.50 per minute of audio. This delivers an accurate transcript of all voices in the recording. Calculating Compliance Risks Let’s say you have 50 agents, and they do about […]
5 Tools to Improve the Value of Contact Center Analytics
Contact Centers are constantly changing. A sure strategy to staying current in contact center operations is adopting an analytics-driven approach that is actionable. The Stairway to Data Insights It’s estimated that over 80% of organizations moving toward analytics don’t even know where their critical data is located. At DVS we’ve taken the guess work out […]
